No payouts being received! Australia - please help

[Kim2237]

I've posted a few days ago. All of a sudden after four years I am not receiving payouts.
All I can get from Airbnb is frustrating amount of non help, closing cases and 'it's with the payments team'.

This one of 1k is now 14 days after checkin, the next one of $900 is 6 days after check in and it's incredibly late so I believe this one is caught up too.

Is there anyone here who can escalate this? They've obviously changed to a bad payment processor but I'll have to delist. I've turned instant bookings off so that airbnb can't take anymore of my money.

[Jane4280]

Hi Kim,

I'm also in Australia and having the same problem. No payouts since 11 March. I am a professional host/manager and licensed real estate agent. 

Have you had any luck getting through to anyone?

Regards,

Jane

[Jane4280]

I'm thinking it's something to do with KYC which I have successfully completed.

[Kim2237]

I've asked the about KYC three times and if anything is outstanding and they've said no? Last asked them today.

[Kim2237]

Thats terrible, Jane. No I only have the "payments team" it's escalated to but they can't give any progress in 8 full days. March 8th mine was sent so it seems we are in the same batch? I just had another not paid today so it's definitely an issue for us that they can't pinpoint it.

[Jane4280]

I manage over 20 properties so that's a lot of funds from numberous bookings being withheld for whatever reason. It's quite frightening really how easily this can happen. Let's keep in touch.

[Kim2237]

Very. I've been looking up history of posts and there's a very high frequency of this "suddenly happening" so my IT mind tells me it's a glitch that moves around with their cheap payment processor since "22. Should be easy to find the issues given they are host dependent rather than property dependent. Yes lets, most of my bookings are direct but the big ticket weekends usually are through Airbnb. I've advised them I'm invoicing them for my time and sending them an invoice per day. However using a bohemith link Airbnb means international rogue company rules, no regulation, etc. They've designed things so the guest is their debtor and we are just the add ons. I'm still yet to read the fine print of that in detail.

[Sophia]

Hi there @Kim2237 and @Jane4280, I'm really sorry to hear that you're experiencing issues with payout. I just wanted to let you know that I have raised both your concerns to the relevant team so they can look further into it. Hopefully this can be resolved soon 🙏🏽

[Kim2237]

Hello Sophia. I await your feedback as to the extreme hold up on payments and what has occurred. Unfortunately I have no confidence that the "specialised team" will revert with an outcome anytime soon, reviewing the many circumstances from Australian hosts everywhere. Looks like Payoneer Australasia isn't competent. 

[Jane4280]

Hi Sophia,

Thank you for escalating this and I am pleased to report that I have had contact from Airbnb Support and the issue is now resolved. For those hosts reading, it was due to my out of date ID. I wasn't aware that this was the issue as I had a 'tick' next to to the 'Government ID' section on the KYC updating page. I feel that my issue was resolved by commenting here so thank you again Sophia.

Regards,

Jane

[Kim2237]

Great to hear Jane. Can I ask was it saying your payouts were sent? Mine says sent and airbnb support just keeps saying that they're paid. I've called and none of them can help with my ID so I guess I'll have to message the payments team again who I never hear from.

[Kim2237]

Sophia please arrange an urgent call with information about whether my ID is out of date with KYC? I've called Airbnbanother five times and they wont help.